Excellent quality, really pleased with my new coat. My only criticism so far is the quality of the packaging that the item arrived in. I would have expected the packaging to be more substantial, the o... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I followed the recommended size and when they arrived they were too big so I ordered a smaller size. The downside to this is it takes up to 21 days to process the refund. The shorts are lightweight, s... See more
Company replied
Easy ordering with a great discount and love my Trail Blazers shorts. However, I returned a vest and fleece over 2 weeks ago and I’m still awaiting a refund. I’ve tried emailing customer service bu... See more
Company replied
Since writing my original review, Acai have been in touch and I received my order, they even paid for next day delivery to make up for it hence I've moved them from 1 star to 3 stars and reworded... See more
Company replied
Company details
- Women's Clothing Store
- Clothing Store
- Fashion Accessories Store
- Outdoor Clothing and Equipment Shop
- Outerwear Store
Written by the company
Made for Adventure. Shaped for Women. ACAI Outdoorwear was born from a vision to create a female-focused outdoor brand that supports women to get into nature. Our collection of inclusively sized performance wear is made specifically for the female form, helping women look and feel great, but without sacrificing functionality for style. Every garment is carefully designed to stand up to the wear and tear of the natural elements and fabrics are carefully selected to have the lowest environmental impact. We’re on a mission to change the landscape of women’s hiking, not just through clothes, but also through community, and this is why we created our ‘Outdoorsing Club’, inspiring women across the UK to experience new adventures with free organised hikes and events.
Contact info
Unit 10 Holland Park, Factory Road, CH5 2QJ, Sandycroft, United Kingdom
- 01244956868
- team@acaioutdoorwear.com
- www.acaiactivewear.com
3.6
Average
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from ACAI Outdoorwear
Thank you so much, we love hearing that! We hope you enjoy wearing your new pieces.
ACAI have failed to process my refund
ACAI have failed to process my refund. They state this will take 21 working days (which already feels excessive) but having received my return over a month ago, still haven’t provided me with a refund. They are not responding to messages a regarding this. Thankfully I paid by credit card so will persue a section 75 claim via my credit card provider. My advice is to avoid due to poor quality customer service and excessively slow/failing financial processes.
RMA Number: 13550
Original Order: #AC488203
June 18, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Caroline,
Please accept our sincere apologies for the poor experience and the delay regarding your refund.
We completely understand your frustration at having to chase us for an update. We always aim to provide a swift and seamless returns process, and it is clear we fell short of our standards in this instance.
We have now taken immediate action on our system regarding your order to ensure that your funds are released and returned to you as quickly as possible.
Thank you for your patience and feedback, and we are truly sorry for the inconvenience this situation has caused you.
Team ACAI
Order Lost, Poor Communication, and a Very Slow Refund Process
My ACAI order (AC491710 I'm including this so they don't say some BS about them not being able to verify this review a genuine order/review) went missing, the tracking made no sense, and the “proof of delivery” was a photo taken inside a Royal Mail distribution centre — not my home and yet they were not prepared to believe that it hadn't been delivered or perhaps that I don't live in a Royal Mail distribution office!
Customer service was terrible. The phone number just rang out, voicemails were ignored, and online messages got slow, inconsistent replies. I had to chase repeatedly, fill in extra forms, and wait weeks before they finally accepted the parcel was never delivered and issued a refund.
This was one of the worst customer service experiences I’ve had. I’ve now blocked ACAI on all my social feeds and added their emails to my spam folder because I never want to deal with them again. I strongly suggest others do the same.
I would not shop with ACAI again and I don’t recommend that anyone else does either.
May 14, 2026
Reply from ACAI Outdoorwear
Hi Ian - thank you for taking the time to share your feedback and review. Please be assured we've taken this feedback on board and are truly sorry about your experience.
We work closely with Royal Mail for deliveries, and unfortunately there are occasional issues with tracking accuracy and proof-of-delivery images that don’t always reflect the final delivery location. In situations like this, we’re required to follow Royal Mail’s formal investigation and claims process before we can process a refund. We understand this can feel frustratingly slow, especially when you’re chasing updates.
We apologise that our responses during this time felt slow and inconsistent, and that the overall process didn’t meet the standard you expect from us.
That’s not the level of service we aim to provide. We’ve passed your feedback internally so we can review how we communicate during carrier-related delays.
We’re glad the refund was eventually issued, but we completely understand why this has left a poor impression. Thank you again for your review.
Great quality coat
Excellent quality, really pleased with my new coat. My only criticism so far is the quality of the packaging that the item arrived in. I would have expected the packaging to be more substantial, the outer packing bag was really thin/weak and had torn in transit, thankfully the clothing wasn't damaged!
June 7, 2026
Reply from ACAI Outdoorwear
Thank you so much for leaving a review and we're really glad you're loving the coat! We're sorry to hear the packaging didn't hold up in transit though, that's really useful feedback and not the unboxing experience we'd want for you. We'll make sure to pass this on to the relevant team. We hope you get loads of wear out of your new coat!
Excellent products - quality & design
Excellent products - both in quality of fabric and design. My go to walking gear.
June 7, 2026
Reply from ACAI Outdoorwear
Thank you so much for this lovely review! Being someone's go to walking gear is exactly what we aim for. We hope you enjoy many more adventures in it!
Let down by customer service
I’ve had a few Açai products and like them but their customer service lets them down. The wrong product was sent and I’ve had no response to my emails in over 3 weeks.
May 22, 2026
Reply from ACAI Outdoorwear
Thank you for your feedback and for saying you’ve enjoyed our Açai products — we really appreciate that.
We’re very sorry to hear the wrong item was sent and that you experienced such a long delay in receiving a response to your emails.
We’ve replied to your email and are actively sorting this for you with a fast resolution.
Once again, apologies for the inconvenience and the slow response. If there’s anything else we can help with, please let us know.
Reply from ACAI Outdoorwear
Thank you for taking the time to leave a review. We're happy to hear you've been pleased with the quality of our pieces.
Product is great returns are useless
Product is great, returns are awful! I’ve ordered from here and had no problem with the actual product so I ordered again, unfortunately for me I ordered the wrong size. I returned immediately, I didn’t even open the package because I knew I’d ordered the wrong size, they received the item back on 7th May, it’s now 17th June and I still haven’t had a refund! I’ve contacted my bank to see if I can do a chargeback. This takes the p***
April 29, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi there, thank you for your review. We are so glad to hear you love the product, but we are incredibly sorry for the unacceptable delay in processing your return - completely understand your frustration.
We want to get this sorted for you immediately today. Because Trustpilot is a public platform, we cannot ask for your personal details here, but I will request this from Trustpilot.
We can then go ahead in resolving this for you. Sorry again, and thank you for your patience.
Reply from ACAI Outdoorwear
Hello. Thank you for your review. We're really pleased to hear that your have been happy with the service you received on your recent order.
Refunded after 6 weeks
I love ACAI clothes they have great designs and are great quality, I have been buying their clothes for years and they are always my first choice when I need to buy outdoor clothes.
However, I returned a pair of trousers on the 30th April, and it’s only today that I have received notification that I am to receive my refund, despite contacted them twice. Disappointing, hopefully they will sort out dealing with returns very soon!
June 16, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hello, Thank you for taking the time to leave a review. We really appreciate your feedback. We're so sorry to hear that you've been caught up in our recent system issues. We know how frustrating it has been. We're pleased to hear that your refund has now been received and would like to thank you so much for your patience.
Super slow refunds and poor customer service.
I have ordered a few items of clothing from AÇAI, all excellent. I had to send a jacket back because it was too big. My return was acknowledged on 7/7/26 and although the website says refunds can take up to 21 days, I am still waiting 27 days later. I emailed them a week ago and had a standard ‘we’re really busy’ reply but nothing since. As good as the products are, I very much doubt I’ll buy from them again.
May 7, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi,
Thank you for bringing this to our attention, and we are genuinely sorry for the frustration this has caused.
Because your review does not contain your order information, we have sent a direct request for these details so we can look into this and resolve it for you immediately. We always aim to process returns swiftly and reply to all messages, so we deeply regret that you have had this experience.
Please rest assured we want to make this right; as soon as you reply to our request with your order details, we will immediately look into this further as a matter of urgency.
Team ACAI
Refund not recieved...still...
Products are great but am still waiting on a refund despite return being confirmed as received on the 13/05/2026. No emails have been replied to either.
May 13, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Victoria,
Thank you for your feedback. We're pleased to hear you’re happy with the products, but we’re very sorry for the delay in receiving your refund and for the lack of response to your emails.
We understand how frustrating it is not to have the refund processed yet. We will look into this immediately and ensure it is prioritised for resolution.
We apologise for the inconvenience caused and appreciate your patience while we resolve this for you.
Team ACAI
Great clothing but poor customer service
Great clothes which I have purchased a number of times. Increasingly poor customer service however and significantly delayed refunds. Returned my order AC490627 on 8/5 and receipt confirmed by company on 13/5 but still no refund. Cannot understand why a refund should take so long after receipt of a return. No response to 2 separate emails sent. Sadly this will affect my decision to repurchase despite really liking the clothing.
June 16, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Miranda,
Thank you for your feedback and for your continued support of our clothing. We're really pleased to hear you've been happy with the products, but we're very sorry for the delay and the experience you've had with our customer service.
We can confirm your return was received and acknowledged, and we understand your frustration that your refund has not yet been processed. We also apologise that your emails have not received a response.
We will look into this immediately using your order reference and ensure this is resolved as a priority. We're sorry for the inconvenience caused and appreciate your patience while we put this right.
Team ACAI
Disliked the product
Disliked the product, oversized trouser leg and ill fitting for a slim build
May 30, 2026
Reply from ACAI Outdoorwear
Hello. We're sorry to hear that your recent purchase wasn't right for you. We offer a few different fits in our trousers so hopefuly you might find a different style that suits you better in the future.
I returned my item on 5.5.26
I returned my item on 5.5.26. I still haven’t received my refund nearly 6 weeks later. I have left several e mails but still no response. This is a very poor service and I would not recommend them.
June 16, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi,
Thank you for bringing this to our attention, and we are genuinely sorry for the frustration this has caused.
Because your review does not contain your order information, we have sent a direct request for these details so we can look into this and resolve it for you immediately. We always aim to process returns swiftly and reply to all messages, so we deeply regret that you have had this experience.
Please rest assured we want to make this right; as soon as you reply to our request with your order details, we will immediately look into this further as a matter of urgency.
Team ACAI
Great products but the slow returns…
Great products but the slow returns process is off putting
June 6, 2026
Reply from ACAI Outdoorwear
Hello. Thank you for your feedback. We're happy to hear that you are pleased with our product, but totally appreciate your frustration at the speed of our returns. We have been dealing with a big backlog which has meant our turn around has been slower than we would like, however I'm pleased to say that we are now getting more up to date and a reduction in our processing time should be updated on our website soon.
I am still waiting for my order which…
I am still waiting for my order which was placed on the 6 th of June!
June 6, 2026
Reply from ACAI Outdoorwear
Hi Jane,
Thank you for bringing this to our attention, and please accept our apologies for the delay.
We are looking into your order right now to find out exactly what happened. A member of our team will contact you directly with an update today.
Thank you for your patience while we get this sorted out.
Team ACAI
Awful Customer Service
Love this brand of clothing but the customer service is appalling! Like others waiting weeks for refund and no response to my calls message's and emails so disappointed
June 16, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Jennifer,
Thank you for your feedback, and we love hearing that you enjoy our clothing. However, we are very sorry to hear that your experience with our customer service has been so disappointing.
We want to resolve this for you as quickly as possible. Because your public review does not contain any order information, we are currently unable to look into your case or track down your emails.
We have just sent you a direct message through this platform to request your details. As soon as we receive this information, we will immediately locate your return and get back to you with an update.
Thank you for your patience
Team ACAI
Do not buy anything from this company
Do not buy anything from this company
I returned an item which they acknowledged on the 7th May and I still havent got my refund
This has now been escalated with PayPal
I have contacted them 4 times now and they havent had the decency to respond
Update - 23.06.26 - refund now received, clearly prompted by numerous emails, elevating to PayPal and trustpilot, why has it taken all that to get my refund sorted. Not acceptable. The only response I got was off the back of this review that is not good customer service
June 16, 2026
Unprompted review
Reply from ACAI Outdoorwear
Hi Laura,
Thank you for bringing this to our attention, and we are genuinely sorry for the frustration this has caused.
Because your review does not contain your order information, we have sent a direct request for these details so we can look into this and resolve it for you immediately. We always aim to process returns swiftly and reply to all messages, so we deeply regret that you have had this experience.
Please rest assured we want to make this right; as soon as you reply to our request with your order details, we will immediately look into this further as a matter of urgency.
Team ACAI
Good quality clothes and a great
Good quality clothes and a great, easy returns option if there is any problem.
June 6, 2026
Reply from ACAI Outdoorwear
Hello. Thank you so much for taking the time to leave a review. We really appreciate your feedback.
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